Independence Blue Cross Consumer Market Individual Products Retail Platform User Guide Version 2 11.01.2015
Table of Contents 1. Logging on to the Retail Platform 3 2. Welcome to the Retail Platform Dashboard 8 3. The Dashboard Tab 9 3a. Message Center 10 3b-e. Coming Soon! 10 4. The Activities Tab 11 4a. Recent 12 4b. New Quote 13 5. The Work Queue Tab 21 5a. Filter & Sort Your Work Queue 22 5b. Case Summaries 23 6. Tools 24 7. Applying and Enrolling 25 7a. Prior to Applying 25 7b. Completion Method 25 7c. Completing the Application, Sections 1-8 26-57 8. Searching for a Case 56
1: Logging on to the Retail Platform To access the platform, login to ROAM by visiting: https://ecom.ibx.com/login IMPORTANT NOTE: For the most efficient use of the IBC Consumer Market Retail Platform, we suggest you use Google Chrome as your Internet browser. Please install the proper browser, if needed. Accessing ROAM: User ID and Password For Primary and Producing Agents: Enter your existing ROAM Login ID and password. For Producing Agents: If you do not have a ROAM Login ID, or do not remember your ROAM Login ID, please contact your Primary Agency. For Primary Agents: If you or your agent do not have a ROAM Login ID, or don t remember your ROAM Login ID, please contact the ROAM Administrator for your agency. NOTE: The system times out after 30 minutes of inactivity.
1 From your ROAM access screen, please select Independence Blue Cross and click Continue. 2 Click on the Tools tab to display the screen shown below:
3 Click on the ibx4you button, which can be found on either the left hand toolbar or the main screen
For Primary Agents: A new window will launch, asking you to select a Producing Agency from the dropdown list. Only agencies that are tied to you (as a Primary Agency) will show up in this listing, which is sorted alphabetically. Producing Agents: Skip to Step 5. 4 Select the Producing Agency from the list for whom you are completing a transaction. Click here to see the entire listing.
For Primary and Producing Agents: The next screen will ask you to select a Producing Agent from the dropdown list. Only agents that are tied to the selected agency will show up in this listing, which is sorted alphabetically. 5 Select the Producing Agent from the list for whom you are completing a transaction. Click here to see the entire listing. Click here to see the entire listing. If a producers name does not display here: please ensure that they have completed the appointment processing using the Sales Sentinel link. It will take up to 4 business days to process once the Sentinel system shows the process is complete. For Primary Agents: If the appointment has been completed, you have waited the appropriate amount of time, and the agent name is still not displayed; please contact the Commissions and Licensing Department at 215-241-9027 or commissions@ibx.com. If using email, please title the subject of the message Appointment Inquiry for better tracking and expedited assistance. [NOTE: Only Primary Agents may contact the Commissions Department with questions.]
2: Welcome to the Retail Platform Dashboard After you log in, the welcome page displays a Dashboard, which gives you access to information to assist you in managing your individual accounts. The home screen displays four main functions: Dashboard, Activities, Work Queue, and Tools. These four headers will assist you with a variety of functions from quoting, applying, and even gaining access to prospect information. Welcome, Broker Name! Note: At this time, the dashboard will only display activity for the selected Producing Agent only. Additional dashboard functionality coming soon!
3: The Dashboard Tab The Dashboard Tab This is your home screen key. At any time, clicking this button will take you back to the Dashboard home screen.
3a: Message Center - Viewing and Deleting Your Messages Message Center In this section, you will be able to see any messages that were sent to you in regard to current cases.
4: The Activities Tab The Activities Tab Use this tab to quickly access your 10 most Recent cases or start a New Quote.
4a: Recent By hovering your mouse over the word Recent, a list of cases will display to the right hand side. The cases shown are the last ten cases that you have worked on, in any capacity.
4b: New Quote 1 Start Here (can be completed by a member or broker) (a) Enter the applicant s zip code (b) Respond Yes or No if you are shopping for a child only plan (c) Respond accordingly if the applicant is Native American or Alaskan Native (d) Enter the applicant s first name (e) Enter the applicant s date of birth (f) Enter the relationship to the applicant (i.e., self, spouse, etc) (g) Select the applicant s Gender (h) Indicate if the applicant is a smoker. Note: IBC does charge more for members who smoke OR who are in a smoking cessation program. A non-smoker is qualified as one who has not smoked in 6 or more months. a b c d e f g h When you have entered this requested information, you simply click Save & Continue to move on to the shopping experience.
2 Choose How to Shop After the applicant or submitter moves on to the shopping experience, they will have the option to be guided through the plan options or browse on their own. In the Guide Me experience, members will answer simple questions about Their health and care preferences to help the system determine a best match
3 Once you enter the shopping screen, you can view detailed plan information by clicking on each plan. You will have the option to either add to quote or add to cart. For instructions on Adding to the Cart, see Step 9. As a broker, you can email a selection of plans to the applicant to review and complete enrollment. Add to Quote: You can select and compare plans in order to send in an email to the applicant. a. Click on the Add to Quote box for the plans you wish to compare and send. b. Click the Quotation button, a Quote Summary will appear b a
4 Click Save and Create Case.
5 Set up your case by entering the required information, then clicking Continue
6 Select the plans you wish to email to the client (a), then click Generate Proposal (b). b a
7 Select the names of the plans to display in the proposal (a), add the recipients (b), enter a message to the client (c), then click Send Proposal (d) d a b Be sure to enter a message. Although it is listed as optional, this will ensure that your information is listed in the header of the email to the client. c
8 Add to Cart Adding a plan to your cart means you are ready to enroll. If you click Add to Cart, you will see a quick summary where you are given the opportunity to view cart or enroll or to continue shopping. Please Note: If you continue shopping, the options will now read Replace Plan in Cart Only one plan can be added to your cart at any time. Selecting a new plan will replace the plan that is currently in your cart.
5: The Work Queue Tab The Work Queue Tab Use the Work Queue to find and sort existing cases, both applicants and prospects.
5a: Filter and Sort your Work Queue Sort Your Work Queue You can run a specific search or filter using the drop down arrow.
5b: Case Summary Case Summary When you click to open a case, additional information is available by clicking the tabs. You have new functions for things like viewing the case history or making notes.
6: Tools Under the tools section, click Resource Library. In the Resource Category, there will be various categories that will assist you in finding information or managing your benefits. To view a category s details, click the category name.
7. Applying and Enrolling Once you have decided to enroll in a plan, you will have to complete a Brief Prior to Applying section, as well as choose your method of application 7a. 7b.
7c. Filling Out The Application Section 1
7c. Filling Out The Application Section 2
7c. Filling Out The Application Section 3
7c. Filling Out The Application Section 4
7c. Filling Out The Application Section 5 Similar to a HIPAA Authorization, this will allow a member to provide access/approval for access to their personal information. This is not required to be linked to the sale.
7c. Filling Out The Application Section 6
7c. Filling Out The Application Section 7 When starting an application for a member At any point in the application process, you can forward the application to the client for completion.
Enter the applicant s email information and click Email to Client You have the option to add a message to the consumer
After logging in, the member would click to complete the app you have already started
Their electronic signature will be entered and they can complete the application process by selecting Submit Application. Please note that the signature you enter must match the name that you entered in the application.
7c. Filling Out The Application Section 8 When submitting On Behalf Of a member
8: Searching for Cases Existing members, as well as prospects, are stored as cases. To search for a case you ve already created: Action 1 a b 1. On the Welcome Screen, click Advanced Search (a) link. NOTE: to return to the Welcome Screen, click the DASHBOARD (b) link. To quickly search for a case, use the search text box (c) beneath the Advanced Search link, then click Search icon. 2 c 2. On the Case Search page, enter the search information in desired text box (a), and click the Search (b) button. Note: Case ID is NOT the same as CID a b